Supervisor Whisper

What is Whisper?

With Whisper, a Supervisor can to listen in to a live call and, as needed, speak to just the agent, with only the agent able to hear anything spoken by the Supervisor.

This ensures a personalized coaching experience as well as a smooth and transparent way to assist the agent with fulfilling the needs of the caller.

Additionally, the Whisper feature removes any unnecessary pressure on the call, with a Supervisor now able to join calls for non-critical situations (i.e. when escalation is not necessary or required) and simply share information with the agent as needed.

When the Whisper feature is enabled, a Supervisor has the freedom to move between all 3 activities: passively Listening in (with no interaction with the Agent), Unmuting to barge into the call, or Whispering to the Agent.


How do I use Whisper?

To get started using the Whisper feature, reach out to Support to get the feature enabled for your company’s account.


After the feature has been enabled for your company’s account, open the RingDNA Communications Hub and click into the "Team" tab.
To get started using Whisper, a Supervisor must Listen in on a live call. (To listen in, either click the "Listen" button when an Agent is on a live call or click "Monitor" to be automatically added once an Agent initiates a call.)
While listening in on a call, click to "Whisper" button.

While Whisper is engaged, Supervisors can speak to the Agent without the caller/participant being aware.

Only the Agent will hear the Supervisor's voice.

To disengage the Whisper feature, click the "End Whisper" button.

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